Customer Support Lead – AI & Virtual Agents

About the role

AirAdvisor is expanding its digital support operations and seeks a tech‑savvy Customer Support Lead to manage a small remote team handling chat and email inquiries. You will own the implementation and continuous improvement of virtual agents and AI‑driven tools to scale efficiency while maintaining an empathetic client experience.

Key responsibilities

• Set up, configure, and optimise chatbots, AI‑assisted self‑service tools and knowledge bases.
• Drive adoption of AI‑driven support tools such as sentiment analysis, automated ticket routing and no‑code integrations (Zapier, Make, webhooks, APIs).
• Monitor performance metrics, tune conversational flows and ensure smooth handoffs to human agents.
• Identify manual bottlenecks and design automated workflows to eliminate repetitive tasks.
• Lead, coach and motivate a remote team of 3‑5 support specialists, handling escalated cases personally.

Required profile

• Proven experience with modern helpdesk platforms (Zendesk, Intercom, Gorgias) and AI‑powered self‑service tools.
• Strong analytical mindset with a track record of automating support processes.
• Excellent written English; additional European languages are a plus.
• Experience in legal‑tech, travel or claims environments is preferred.

Required skills

• Zendesk, Intercom, Gorgias
• AI chatbot platforms and generative AI tools (ChatGPT, Claude, Gemini)
• No‑code integration tools (Zapier, Make)
• Webhooks, REST APIs
• Knowledge‑base management and semantic search optimisation

What we offer

• 100% remote work, 40‑hour week, local daytime business hours.
• Highly competitive gross salary $1,400‑$2,000 USD per month.
• 20‑25 paid vacation days, paid national holidays, up to 10 paid sick days.
• Service Agreement contract.